Refyne is hiring on behalf of a fast-paced, innovation-driven manufacturing partner supporting some of the most dynamic brands in the beauty and personal care industry. Our client is seeking a proactive and strategic Customer Service Manager to lead customer relationship efforts, drive account growth, and deliver exceptional service experiences. This role is ideal for a relationship builder with experience in beauty or manufacturing environments, a strong operational mindset, and the ability to thrive in a highly collaborative setting.
Key Responsibilities:
Identify and pursue opportunities to grow existing customer accounts and expand product footprint.
Lead and manage the internal account management process, providing structure, direction, and cross-functional coordination.
Serve as the primary point of contact for internal teams and client stakeholders, ensuring seamless communication and execution on deliverables.
Build trusted relationships with customers by offering proactive support, timely guidance, and consistent follow-through.
Understand customer goals and challenges, and align internal strategies to enhance the overall customer experience.
Collaborate cross-functionally across operations, planning, production, and development teams to meet evolving customer needs.
Oversee new customer onboarding, ensuring a smooth transition through implementation and hand-off phases.
Lead discussions related to forecast planning, order changes, and new product initiatives; update internal documentation and communication channels accordingly.
Monitor customer satisfaction levels, resolve issues quickly, and maintain a high standard of service delivery.
Analyze usage data and customer trends to identify areas for improvement or growth.
Deliver regular reporting on customer health, service metrics, and key performance insights.
Stay informed on industry and competitive trends to better anticipate customer needs and market dynamics.
Support additional tasks and projects related to customer success as needed.
Candidate Profile:
2+ years of experience in customer success, account management, or client services within manufacturing, beauty, or personal care industries preferred.
Experience working in or alongside a CDMO or manufacturing partner is a must have.
Critical thinker with strong intellectual curiosity and a solutions-oriented mindset.
Highly collaborative with strong influencing skills; comfortable navigating cross-functional environments without direct authority.
Able to manage complexity, competing priorities, and shifting timelines with composure and professionalism.
Strong verbal and written communication skills with an ability to build trust across functions and levels.
Familiarity with project management, order tracking systems, and customer service tools is a plus.
Cultural fit: proactive, adaptable, team-first attitude with a willingness to learn the nuances of the beauty industry.
Travel & Working Conditions:
Office-based role with hybrid work model: 3 work-from-home days allowed per two-week period following completion of training/probation.
Travel requirements up to 20%.
Compensation & Benefits:
Competitive salary range: $85,000–$95,000 base (dependent on experience).
Full healthcare benefits including medical, dental, and vision.
401(k) with company match.
Unlimited PTO (with manager approval); limited during initial training period.
Annual merit increases
Spot bonus program available for exceptional performance